Customer engagement experienced quite an evolution in the past year. New technologies paved the way for both seamless and increasingly innovative customer experiences, redefining the role of human agents in customer service. But the power of the personal touch is still essential: In 2017, customer engagement will be marked by a need to balance the cutting-edge technologies that drive...

In the past, contact centers have often played a passive role in customer service, handling inquiries without necessarily taking a dominant position in a brand’s overall customer service strategy. However, modern times have radically transformed the contact center into a dynamic, proactive customer engagement center. Indeed, more and more brands are recognizing their critical role in delivering great customer...